Student Life IT Support Professional

Troubleshooting and Customer Service

• Manage ticket queues for assigned primary departments by working alongside teammates in a collaborative environment to diagnose, problem solve, repair, and maintain university owned computer equipment, mobile devices, and peripherals for the Division of Student Life.
• Exercise independent judgment in determining the best method to resolve a given computer problem and determine whether the problem can be resolved to the customer’s satisfaction within the confines of computing policies and standards of CU Boulder.
• Position will regularly encounter new computer problems without a previously prescribed solution and must be able to think creatively and proactively; often conducting research and trial experiments to determine appropriate technical solutions, without compromising the integrity of the equipment.
• Interact with staff and student employees on a regular basis.
• Explain complex computer problems and resolutions in clear non-technical terms, provide a limited degree of computer training, and recommend standard processes for computer use.
• Desktop Support Professionals are expected to conduct themselves in a professional, respectful manner at all times; managing customer relationships and expectations appropriately, adapting to the clientele they support. This also includes understanding the different audiences (staff or student employee) and interacting with each appropriately.
• Serves as a liaison between OIT and Student Life for campus computer resources such as email, IdentiKey and self-service software purchases.
• Serves as a liaison between OIT DDS and Student Life for in person computer deployments and configurations. This includes computer delivery and office setup.
• Interpersonal skills will be required to develop rapport with all customers and develop plans to pursue needed support tasks.
• Working nights and weekends may be required in case of IT emergencies such as outages and security concerns.
• Responsible for safeguarding files and data against accidental or unauthorized modification, destruction, or disclosure.
• Serves as a member of the Student Life IT team and collaborates.
• This Position requires a valid Colorado drivers license to operate University vehicles while supporting Student Life customers across campus.

Computer and Device Management

• Responsible for the management and oversight of assigned computer systems and mobile devices.
• Proactively manage Windows computers using Microsoft Endpoint Configuration Manager (MECM) and Microsoft Active Directory, including management of security groups, computer principles, and Group Policy Objects.
• Consult with key personnel in supported departments to determine business needs, and consequently decide how to organize and subdivide the department’s Active Directory OU structure and customize the Group Policy Objects to meet the technological requirements of each business unit.
• Responsible for increasing the efficiency of the team by streamlining processes using technologies like System Center Configuration Manager, Jamf Pro, Active Directory, Encryption Software, and on premise and cloud storage solutions.
• Performs imaging, application deployment and patching via campus approved tools such as MECM.
• Deploys new laptops and desktops using CU’s secure computing framework.
• Supports installation of specialized software used by 30+ departments within the Division of Student Life.
• Supports specialized hardware such as cash registers, payment systems, and time clocks used in conjunction with departmental specific software systems.
• Works in conjunction with IT Program manager to maintain inventory of desktop and laptop computers.
• Provides backup support for AV in conference rooms and digital signs.
• Provides technical support for projection, audio, and hybrid technology for conferences and workshops.
• Coordinates packaging and deployment of Student Life applications.
• Assists customers with hardware and software issues with iOS devices.
• Works closely with main campus OIT in the management and utilization of campus tools.

Training and Projects

• Attends all professional internal and external meetings as requested by supervisor.
• Works independently with campus entities in meetings and collaboration efforts within broad guidelines from the department IT and professional specifications.
• Expands technical skills and expertise by acquiring knowledge in new technologies, systems, applications, procedures, and tools and shares the knowledge with the Desktop Support team.
• Meets with Student Life coworkers to keep current with changing system setups, configurations, customer service issues, and problem solving techniques.

Produces and Creates Reports/Summary Documentation

• Creates and updates documentation for internal and customer facing knowledge bases.
• Provides up-to-date written documentation for training and configurations.
• Reports progress of projects and current operations of work requests.
• Monitors current automated reports of client workstation status, configurations, software installations, equipment inventories, and virus and security alerts.
• Communicates verbally, and in writing, project status and operational changes to managers, directors, and staff as appropriate.
• Reviews processes and recommends any operational improvements to the processes.

• This position operates University vehicles and requires a Driver's License in good standing.

At the University of Colorado Boulder, we are committed to supporting the holistic health and well-being of our employees. Our comprehensive benefits package includes medical, dental, and retirement plans; generous paid time off; tuition assistance for you and your dependents; and an ECO Pass for local transit. As one of Boulder County’s largest employers, CU Boulder offers an inspiring academic community and access to world-class outdoor recreation. Explore additional perks and programs through the CU Advantage program.